Questions on how to use & customize ZOHO ticketing system
Dear Sir, I have some questions on how to use & customize Zoho Ticket : 1. We agree (in our organization) that "users" can reply & re-open the closed ticket if it isn't done yet or need revision. And to monitor "agents" performance on the above, we need to calculate no. of re-open ticket. How can we detect & calculate re-open tickets in report? What should we do to trigger the required info? 2. We already set auto-assignment by agent by brand(s). If one "user" handle more
Does the iOS ZenDesk application have the functionality to add attachments to new or existing tickets?
Hi, Does the iOS ZenDesk application have the functionality to add attachments to new or existing tickets? Thanks, Oscar
No response from Account Manager
Will Account Managers ever respond? Not responding even during the trial period. So should I expect after a purchase? Need to set up for 7 users with Twilio integration and still waiting for a call after numerous emails to the account manager.
Bug on Mobile Chat widget
We found two bugs with the built-in Chat on Zoho Desk Enterprise version. We are testing with Samsung phone using Chrome. 1. When you try to end a chat you click the {+} button and then you click the Power Icon (close Chat). The system then asks for your rating. After you leave a rating the button says [Close Chat Window] . The Close Chat Window button will not close the chat window, it is stuck and you cannot get back to the website. This also happens if you click “Skip” on the Rating screen, you
CREATING A TICKET AFTER PAYMENT
Hello. We are a designing services company and we want to integrate the Zoho help desk to our website. We will use the ticketing system in two ways - Normal ticketing system which provides support for the user doubts and questions - Paid ticketing- User pays a fixed amount and once the payment is successfully made a ticket is created. A designer I am looking answers for following questions 1) Can we integrate Zoho helpdesk seamlessly to our website (with our logo and branding)? 2) Can we create
Export Button Disappears After Customizing Report
I've been using the reporting module of Zoho Desk to track the number of open and closed tickets our support team gets each week. When I go to add a column for criteria that isn't there by default, I lose the 'Export' button that would allow me to save as an Excel Spreadsheet or CSV file. I copy/paste the information over to a spreadsheet, but it would be good if I could just export the customized report. Is this a known bug?
Status set as Closed after I send an email
Hi, Since last week, everytime I reply to a customer via email in a ticket from Zoho Desk, the status of this ticket is automatically changed to Closed. It is not helpful or desired as the ticket is not always to be closed, I can be asking for more details or still working on the ticket and sending customer an update. Could you, please, help me to identify what is causing it and how to stop it ? Thanks, Vanessa vanessa@innovative-edge.com
Feature Questions Concerning Customer Notes
We are converting from a basic system called CRMDesk to Zoho Desk. We already use Zoho CRM. In CRMDesk there is a feature that allows us to create private notes for a customer. In Zoho this would be called an Account. We don't see such a feature in Zoho Desk but do understand very well that we can add notes at the account level on the Zoho CRM side. The issue is that we don't want our support agents to be able to see every little thing on the CRM side like quotes and communications with the clients
Questions about Zoho Desk
Hello, We are currently trying the Zoho Desk solution, and there are slight details we would like to modify. 1. On the customer portal, during registration, there are currently only three fields to fill, is it possible to add more of them ? (Job, Company name, ect ...) and make them mandatory ? 2. On the customer portal again, when the customer creates a ticket, it would be very useful for us to be able to delete the "Object" and "Priority" fields. (if not possible, at least not having them as mandatory
Creating tickets on forwarded email
We have support@owncompnay.com email address on which our customer sends email to create a ticket. One of our customers wants to open a ticket by sending an email to his Itsupport@abc.com email address. When i apply redirect rule on mail box itsupport@abd.com then it forward an email to support@owncompnay.com but does not open the ticket. However, if agent replies to that email and in response to that ticket requestor reply again then it creates a ticket.
Add ticket created by to the Ticket views or on the Ticket
Is it possible to add the info for Ticket Created by to the Ticket views? Or shown below the Assigned To:
Forwarding email address for ticketing emails
Hi guys, Zoho Desk came with support@examplename.zohodesk.com I should mention we are on the free plan We made a forwarding address on our domain: helpdesk@examplename.com to forward to there Works fine, only when I communicate with someone and they hit reply it sends it to both addresses, and so I get two email notifications and see two responses on their ticket Any way to not have duplicates in this case?
Bad, bad, back button being belligerent.
Bad, bad, back button being belligerent.
Agent Reset Password
Hello I have a situation with an active agent, he need to reset his password but he couldn´t, the system say that the user doesn´t exist. Thanks for your help
Zoho Desk account became CRMPlus?
Hi, We've been using the Free edition of Zoho Desk alongside our paid Zoho CRM account for a few years now. Today when I went to log into Zoho Desk I got redirected to crmplus.zoho.com with a message that our 14-day trial has ended. None of the administrators on the account are aware of signing up for a trial. I'd like to go back to using the free edition of Desk for now, if we "cancel" our trial will our old Desk data remain? Desk seems to still be creating tickets & sending us E-mail notifications
Contact Search API
Hi, We used to retrive contacts in Zoho Desk portal using the below API request. But now it returns nothing, and shows an error code 4832. Below is the request : https://desk.zoho.com/api/json/Contacts/getrecordsbysearch?authtoken=<>&portal=<>&department=<>&searchfield=Phone&searchvalue=<> Now we are trying to use the new API request as per your docs. ie https://desk.zoho.com/api/v1/search?searchStr=<Phone Number> This request doesnt return the contact with no ticket. Can you help us with Contact
No customFields in GET "List tasks by ticket"
Hello, i use the New Zoho Desk API to get all Tasks from one Ticket. https://desk.zoho.com/DeskAPIDocument#Tasks#Tasks_Listtasksbyticket There was a Response example: {
"data" : [ {
"modifiedTime" : "2016-07-14T08:22:16.000Z",
"customFields" : {
},
"subject" : "New Testing Task",
"departmentId" : "3000000007043",
"dueDate" : "2016-07-21T16:16:16.000Z",
"creatorId" : "3000000008692",
"description" : null,
"ownerId" : null,
"priority" : "Normal",
"createdTime"
Continuation of a cut off chat: When we click Send and Close or Close Support Request, the status ends up as cancelled.
Issue: when we click Close Support Request button or Send and CLose when emailing, the ticket status ends up as canceled. The customer receives the cancellation notice and there is confusion that ensues. Shrivatsan Greetings Zoho CRM Plus Support! Jay Larson hello Shrivatsan Hello Jay Larson Did you see my question? Shrivatsan yes Let me check Sorry for the delay Jay 9:24 PM Have you set up any Workflow rules ? Jay Larson not that involve the status cancel Shrivatsan Can you please
Ticket status changed from Closed to Helpdesk
Hi, I'm new to Zoho, as an administrator, and have noticed that somehow changes that I have made weeks ago have caused the ticket status from showing the default of "Closed" to "Helpdesk" when the ticket is complete or truly closed. When I view the option Under Configure Status, it shows a pick list of Closed or Open. Closed is the status we are always saw. However, now Agents are seeing Helpdesk as the status, not Closed. Any thoughts as to what I did to cause this or, even better, how to resolve
Information in ticket list view
Hi, Is there any way to display classification and/or tag in the ticket views? Say, when I'm in list view, "Open Tickets" and I want to get a quick overview of how the tickets are classified - without having to open every single ticket and without having to filter (and lose my overview) Thanks, Esben
Using Zoho Desk
We are trying to move from using SugarCRM (super old version) to Zoho Desk for our case pipeline. We are currently using ZohoCRM for our CRM. The way we have it set up now, is we have a webform already built on our website for the pipeline that clients enter their issues. The issues are then sent to the SugarCRM and emails are sent out from there to us to assist. HOWEVER, I'm trying to figure out how I can use our current webform already on our website for Zoho Desk without having to build a
Is it possible to refine the translation?
Is there any configuration session that allows some translation edit? I found a typo in Brazilian Portuguese button label and I was planning to fix by myself... The button is "Register" at the Customer Portal first access (where you define the password) Actually I found "Registo" that's wrong The correct should be "Registrar" or "Registro" (<-- kinda weird) Thanks!
@Mentions Notifications and multiple teams
Hello, We first started using Desk for tech support. It's now used by several departments. To make it easier to collaborate on tickets many of our sales team are also part of the tech-support group; this means that we can @mention them in a comment to get their input (and vice versa). The problem is that we also have the notification set up to email everyone in Tech Support when a ticket is moved to our department. And this means those sales guys get the notification too. Is there a way to send out
Replacing a field without losing data
How can I change a multi-select pick list field into a regular pick list field without losing data?
All tickets are blanck
Hello! For 5 days, all our tickets are empty! only the title then blank! We are using Chrome and Edge Can you please resolve it quicky or tell me whats going on
Problem with my subdomain
Hi, i have changed registrar for my domain but i haven't copied my link for my subdomain actviced on ZOHO DESK the domain was support.drcomputers.eu user drcomputers73 email supporto@drcomputers.eu can you help me i have the new domain with subdomain but i don't remember the cname i have to use Regards
Can't get pop up to move
When I open a ticket, a big gray pop up with the customer's email comes up and blocks half their message. How do I fix?
Support team not responding on emails.
I am requesting for some information related to my Zoho Desk and have reported the same on support@zohodesk.com. Its been more than 10 days no one has replied to my queries.
ZOHO DESK STATUS
When will Zoho Desk be back up?
Overdue tickets view
Hi, How do we create a view to check overdue tickets. We have created currently two department. One is Refund and other is KYC( customer care department). How do we create different views that tickets older than one week can see separately .
Going back to old view
I tried the new view, now I can't go back to the old view, how can I do this?
Could you help me to add SSL for my custom domain Zoho Desk?
Hello, I have been asking for this from since last week by email and it doesn't happen till now. My zoho desk site is: support.sightour.com Please help me on that . As least shoot me an email tell me when it will possibly be ready Thanks.
Ticket raised by client
Hi Whenever ticket raised by new clients. A notification goes to them to inform about ticket no and they can also view tickets as per that notifications. But whenever client client on "VIew tickets" link then some login ID password requirement came. We have clients all over the world, we are earlier using Zendesk and now switch to ZOHO. Ideally no login id requirement should come for clients and they should view ticket log except private comments
description
I want to send html page inside description in zoho desk using api?
Is it possible to update accountId in Zoho support ticket??
I wrote below code - mp = Map(); mp.put("accountId",accountId); tkt_upd = zoho.support.updateRecord("Requests",portal,"Product Executives",tkt_id,mp); info tkt_upd; and is showing output as - {"Status":"Record(s) updated successfully","Time":"2017-09-19 09:34:59"} but when i check the response from API - https://desk.zoho.com/api/v1/tickets/<Ticket_Id> then, there is no change in the Account Id.
how to set certain mails directly send into certain department in zoho?
Hi there, How do I set emails from one particular email address to be send to one certain department in zoho desk? thanks Betty
Can`t add Timentry to Ticket via API
Hallo, at the 08. August, i build a Creator Function, that added timeentrys to a Ticket on form input. This works fine. NOW i must use this function, but i become the Error: "Problem occured while processing the request" my Code: ticketmap = Map(); urltwo = "https://support.zoho.com/api/xml/timeentry/addrecords"; XMLticketRequest = "<timeentry><row no=\"1\">"; XMLticketRequest = XMLticketRequest + "<fl val=\"Ticket Charge Type\">" + "Customer Service" + "</fl>";
No of tickets per page
Dear Team, Currently no of tickets per page is 20. Can we increase this to 40 or 50 or can see all ticket on one page with scroll down button. let us know
Disabling Zoho Spam Filter
Recently Zohos Anti-Spam filter has been running rather fiercely in my company's Zoho resulting in many legtimate tickets being thrown into Spam without us knowing. I was wondering if it possible to disable a spam filtering system for a department of a Zoho license but not for the whole of a Zoho license (I ask because I assist in managing the Zoho for our accounting department where we've had this issue, but I don't want to disable the spam filters for our Support team)
Desk to CRM data transfer
Hello Dear Colleagues! I have complicated situation when one exemplar of module "Contacts" could be associated with more than one exemplars of "Accounts". In this case comes up problem with correct matching tickets with Account. So we created custom field in Ticket form, which is manually filled with correct account name. Is there any work around to parse tickets by ZDeluge, and, if text in custom field check with Account name in CRM, script gets ticketID and add it in custom Multi-line field
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